Peran Mediasi Customer Satisfaction dalam Customer Experience Dan Loyalitas Pelanggan

Demak Claudia Yosephine Simanjuntak, Purnama Yanti Purba

Abstract


This study aims to examine the effect of customer experience and customer satisfaction on customer loyalty and whether customer satisfaction mediates the relationship between customer experience and customer loyalty. The data analysis method used is structural equation modeling-partial least squares (SEM-PLS). The number of respondents is 150 people. Sampling technique of this study is quota sampling method. The study shows that customer experience has a positive and significant effect on customer loyalty, customer experience has a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on customer loyalty. By conducting mediation testing, it is concluded that customer satisfaction is significant as a mediator of the relationship between customer experience and customer loyalty.


Keywords


Customer Experience, Customer Loyalty, Customer Satisfaction.

Full Text:

PDF

References


Alfin, R, M., dan Nurdin. (2017). Pengaruh Store Atmosphere Pada Kepuasan Pelanggan Yang Berimplikasi Pada Loyalitas Pelanggan. Jurnal Ecodemica, 1(2), 249-258.

Ali, F., Kim, G, W., Li, J., and Jeon, M, H. (2018). Make it Delightful: Customers’ Experience, Satisfaction and Loyalty in Malaysian Theme Parks. Journal of Destination Marketing & Management, 7, 1-11.

Arianto, S, P, J. (2016). Pengaruh Customer Satisfaction, Brand Trust, dan Customer Feedback Terhadap Customer Loyalty Pada Perusahaan Mobil Suzuki. Jurnal Al-Qardh, 1(5), 50-60.

Azhari, I, M., Fanani, D., dan Mawardi, K, M. (2015). Pengaruh Customer Experience Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Survei Pada Pelanggan KFC Kawi Malang). Jurnal Administrasi Bisnis, 28(1), 143-148.

Bps.(2016). [online]. Diakses dari https://se2016.bps.go.id/umkumb/index.php/metadata/

Banjarnahor, J. (2017). Anteseden Customer Satisfaction dan Dampaknya Pada Purchase Intention, Jurnal Manajemen dan Pemasaran Jasa, 10 (1), 141-156.

Coll, F, S., Saumell, R, R., Garcia, S, J., and Roig. J, C, F. (2013). Airline Website Loyalty Formation and The Moderating Effects of Gender and Education. Service Business, 7(2), 255-274.

Deng, Z., Lu, Y., Wei, K.K., and Zhang, J. (2010). Understanding Customer Satisfaction and Loyalty: An Empirical Study Of Mobile Instant Messages In China . International Journal of Information Management, 30(4), 289–300.

Dirbawanto, D.N., dan Endang, S. (2016). Pengaruh Customer Experience dan Brand Trust Terhadap Customer Loyalty. Management Analysis journal, 5(1), 70-76.

Ferrel, O.C., and Hartline, B. (2010). Marketing Stra-tegy. New York: Cengage Learning.

Garg, Ruchi, dan Zillur Rahman. (2012). Measuring Customer Experience In Banks: scale of Development and Validation. Journal of Modelling Management, 19(1), 87-177.

George, A. and Kumar, G.G. (2014). Impact of Service Quality Dimensions in Internet Banking on Customer Satisfaction. Decision, 41(1), 73-85.

Hardiyanti, Lien. (2017). Peran Kepuasan dalam memediasi Pengaruh Kualitas Layanan, Customer Experience, dan Kepercayaan terhadap Loyalitas.Skripsi. Universitas Negeri Semarang.

Hijjah, R., dan Ardiansari, A. (2015). Pengaruh Customer Experience dan Customer Value Terhadap Customer Loyalty Melalui Customer Satisfaction. Management Analysis Journal, 4(4), 281-288.

Izogo, E, E., Jayawardhena, C., and Kalu, U, O, A. (2018). Examining Customers’ Experience With the Nigerian Bank Verification Number (BVN) Policy From The Perspective of A Dual-Lens Theory.

International Journal of Emerging, 13(4), 709-730.

Jung, H.S., and Yoon, H.H. (2013). Do Employees’ Satisfied Customers Respond With A Satisfactory Relationship? The Effects Of Employees’ Satisfaction on Customers’Satisfaction and Loyalty In A Family Restaurant. International Journal of Hospitality, 34(1), 1-8.

Kant, R., and Jaiswal, D. (2017). Impact of Service Perceived Service Quality Dimensions on Customer Satisfaction An Empirical Study on Public Sector Banks in India. International Journal of Bank, 35(3), 411-430.

Kotler., dan Keller. (2009). Manajemen Pemasaran. Jakarta: Erlangga.

Kusumawati, D, A, D. (2015). Analisis Pengaruh Kepuasan Konsumen Terhadap Loyalitas Pelanggan Dengan Kualitas Produk Sebagai Variabel Mediasi. Jurnal Ekonomi dan Kewirausahaan, 15(2), 245-252.

Li, G. (2012). A Mediating Influence on Customer Loyalty: The Role Of Perceived Value. Journal of Management and Marketing Research, 7, 1-12.

Mantala. R., dan Firdaus, R, M. (2016). Pengaruh Customer Experience Terhadap Customer Satisfaction Pada Pengguna Smartphone Android (Studi pada Mahasiswa Politeknik Negeri Banjarmasin). Jurnal Wawasan Manajemen, 4(2), 153-164.

Meesala, A., And Paul, J. (2018). Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking For The Future. Journal of Retailing and Consumer Services. Journal of Retailing and Consumer Services, 40, 261-269.

Mei, J., Li, K., and Li, K. (2017). Customer Satisfaction Aware Optimal Multiserver Configuration for Profit Maximization in Cloud Computing. IEEE Transactions on Sustainable Computing, 2(1), 17-29.

Mulyono, H, S dan Djatmiko, T. (2018). Pengaruh Customer Experience Terhadap Customer Satisfaction Di Tokopedia. e-Proceeding of Management, 5(2), (pp. 1843-1848). Bandung: Universitas Telkom.

Nasermoadeli, A., Kwek, L, C., and Farshad, M. (2013). Evaluating the Impact of Customer Experience on Repurchase Intention.

International Journal of Business and Management, 8(6), 128-138.

Nasution, R. A., Sembada, A. Y., Miliani, L., Resti, N. D., dan Prawono, D. A., (2014). The Customer Experience Framework as Baseline for Strategy and Implementation in Services Marketing. Procedia - Social and Behavioral Sciences 148, 254 – 261.

Salim, F, K., Catherine, and Andreani, F. (2015). Pengaruh Customer Experience Dan Kepercayaan Terhadap Kepuasan Konsumen Di TX Travel Klampis. Jurnal Hospitality dan Manajemen Jasa, 3(1), 322-340.

Sangadji, Etta Mamang & Sopiah. (2013). Perilaku Konsumen – Pendekatan Praktis disertai Himpunan Jurnal Penelitian. Yogyakarta: Andi.

Sawitri, D, T, A, G, I., dan Rahanatha, B, G. (2019). Pengaruh Green Marketing dan Brand Image Terhadap Loyalitas Pelanggan. E-Jurnal Manajemen, 8(8), 5267-5284.

Semuel, H., dan Wibisono, J.(2019). Brand Image, Customer Satisfaction dan Customer Loyalty Jaringan Supermarket Superindo Di Surabaya. Jurnal Manajemen Pemasaran, 13 (1), 27-34.

Senjaya, V., Semuel, H., dan Dharmayanti, D. (2013). Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty Di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C. Manajemen Pemasaran Petra, 1(1), 1-15.

Sholihin, M., dan Ratmono, D. (2013). Analisis SEM-PLS dengan WarpPLS 3.0. Yogyakarta: Andi.

Sindonews. (2019). [online]. Diakses dari https://edukasi.sindonews.com/berita/1378261/144/pendidikan-nonformal-penting-untuk-hadapi-dunia-industri?showpage=all.

Subagio, H., dan Saputra, R. (2012). Pengaruh Perceived Service Quality, Perceived Value, Satisfaction Dan Image Terhadap Customer Loyalty (Studi Kasus Garuda Indonesia). Jurnal Manajemen Pemasaran, 7(1), 42-51.

Terblanche, S. N. (2009). Customer Experience Interactions,Relationship and Corporate Reputation. Journal of General Management, 35(3), 5-17.

Tuwisna, Gadeng, T., dan Anggraini L (2017). Pengaruh Customer Value Dan Customer Experience Terhadap Customer Satisfaction Pada PT. Bank Mandiri (Persero) KCP Sabang. SEMDI UNAYA (pp. 494-506). Aceh: Universitas Abulyatamata.

Verhoef, P.C., Lemon, K.N., Parasuraman, A., Rog-geveen, A., Tsiros, M. and Schlesinger. (2009). Customer Experience Creation: Determi-nants, Dynamics and Management. Journal of Retailing, 85(1), 31-41.

Wang, X. (2010). Effect Of Consumption Experience On Brand And Loyalty: Research In The Repurchase Of Popular Entertainment Products". International Journal of Innovative Management, Information & Production, 1(1), 97-109.

Wardhana, E. R. (2016). Pengaruh Customer Experience Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Konsumen Mie Rampok Tahanan Surabaya). Jurnal Ilmu Manajemen, 4(3), 1-9.

Worodiyanti, N. W. M. (2016). Pengaruh Kualitas Produk, Harga, dan Kualitas Layanan Terhadap Kepuasan Konsumen di elladerma skin care malang. e-Journal, 5(1), 23-28.

Zeithaml, V.A., Bitner, M.J. and Gremler, D. D. (2011). Services Marketing: Integrating Customer Focus across the Firm. New Delhi: McGraw Hill.




DOI: https://doi.org/10.26905/jbm.v7i2.4795

Refbacks

  • There are currently no refbacks.


Jurnal Bisnis dan Manajemen
Faculty of Social and Political Science University of Merdeka Malang

Mailling Address:
  • Address: Terusan Dieng Street 62-64 Malang, Indonesia
  • Website: http://jurnal.unmer.ac.id/index.php/jbm
  • Email: jbm.unmermlg@unmer.ac.id
  • Phone: +62 813-9393-3938
Free counters!

View Stat JBM

 
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.